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Customer Service in CRM 2016

Customer Service in CRM 2016 by Microsoft equips customer service managers, operations leads, and consultants with skills to resolve complaints efficiently using case management, SLAs, queues, and a centralized knowledge base. It solves the pain of fragmented support processes, helping teams boost satisfaction through automation—critical as 89% of companies now compete primarily on customer experience (Gartner).

This course prepares learners for the retired MB2-714 exam, foundational for legacy Microsoft Specialist: Dynamics CRM 2016 Customer Service certification. Koenig Solutions provides official vendor-authorized courseware and 30-day lab access, enabling hands-on mastery of service scheduling and unified help desk tools to drive operational efficiency.

16 Hours (2 Days)
Live Online / Classroom
10+ professionals trained

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Course Overview

The Microsoft course Customer Service in CRM 2016 is designed to equip professionals with the skills needed to manage customer service operations effectively using Microsoft Dynamics CRM 2016. This training prepares learners for the MB2-714: Microsoft Dynamics CRM 2016 Customer Service certification exam, which validates expertise in delivering efficient customer support through automation and process optimization. It is ideal for customer service representatives, service managers, and CRM administrators who are responsible for handling customer cases, managing service level agreements (SLAs), and improving service delivery. According to Microsoft, over 30,000 organizations globally adopted Dynamics CRM 2016 to streamline their customer service workflows, demonstrating strong industry demand for certified professionals skilled in this platform.

Students engage with core tools and technologies including Microsoft Dynamics CRM 2016, Unified Service Desk, Interactive Service Hub, FieldOne, Knowledge Base, and SLA Management. The hands-on lab environment uses a live Dynamics CRM 2016 instance where learners configure case management systems, set up entitlements and queues, and automate service scheduling using real-world scenarios. A key project involves building a complete customer service workflow that integrates SLAs, knowledge articles, and multi-channel case routing within the Interactive Service Hub. Participants also work with FieldOne to simulate field service dispatch processes, gaining practical experience in resource scheduling and service calendar management, all within a secure, cloud-hosted CRM tenant provided during training.

Although the Microsoft Specialist: Dynamics CRM 2016 Customer Service certification was retired on March 31, 2017, passing the MB2-714 exam remains valuable for career advancement and counts toward broader Microsoft certifications. Professionals with CRM service expertise earn median salaries of $68,000–$85,000 annually, according to industry surveys, with higher compensation in enterprise support and consulting roles. Koenig Solutions enhances learning outcomes with Guaranteed-to-Run batches, official Microsoft courseware, and optional 1-on-1 training, ensuring students master every aspect of Customer Service in CRM 2016. Graduates are well-positioned to pursue roles in CRM support, service operations, or as Dynamics 365 consultants, driving customer satisfaction and operational efficiency in modern business environments.

What You'll Learn

✓Manage cases and resolve customer issues efficiently using Microsoft Dynamics CRM 2016, the leading platform for customer service management. This course helps you streamline case handling, reducing resolution time and improving customer satisfaction.
✓Configure entitlements and templates with related products and channels in Microsoft Dynamics CRM 2016. Gain the skills to ensure customers receive appropriate service levels, boosting loyalty and retention.
✓Implement Service Level Agreements (SLAs), including standard and advanced SLAs, in Microsoft Dynamics CRM 2016. Learn to set clear expectations, reduce escalations, and enhance service consistency.
✓Schedule service activities effectively with capacity planning and resource groups in Microsoft Dynamics CRM 2016. Optimize resource utilization, cut down response times, and improve operational efficiency.
✓Create and manage queues for case routing in Microsoft Dynamics CRM 2016. Automate case distribution, decrease handling time, and ensure timely customer support.
✓Design interactive dashboards and leverage Power BI for in-depth service analysis in Microsoft Dynamics CRM 2016. Make data-driven decisions that improve customer service quality and operational insights.

Skills You'll Gain

Case Management Service Level Agreements Dynamics CRM 2016 SLA Entitlement Configuration Dynamics CRM 2016 Entitlements Knowledge Base Articles Dynamics CRM 2016 Knowledge Base Queue Management Dynamics CRM 2016 Queues Case Routing Rules Dynamics CRM 2016 Case Routing Service Scheduling Interactive Service Hub Unified Service Desk SLA KPI Tracking Customer Service Dashboards Power BI Service Reports

Prerequisites

Recommended knowledge before taking this course
  • Proficiency in Microsoft Dynamics CRM 2013/2015 navigation and an understanding of Service Level Agreements (SLAs) and Entitlement management.
  • Comprehensive knowledge of business customer service processes, including sales and marketing roles, to effectively apply CRM 2016 features.
  • Familiarity with common Microsoft Dynamics CRM record types such as cases, contacts, and activities to manage customer interactions.
  • Working knowledge of Microsoft Dynamics CRM 2011 or later versions for a seamless transition to Customer Service in CRM 2016.
  • Access to a Microsoft Dynamics CRM 2016 environment for hands-on labs and practical application of course materials.
  • Alignment with certification goals, specifically preparation for Exam MB2-714: Microsoft Dynamics CRM 2016 Customer Service.
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Certification Exam

Everything you need to know about the Customer Service in CRM 2016 certification exam

Exam Details
Exam Name
Format
Multiple choice, labs & case studies
Questions
Duration
Passing Score
Validity
Retake Policy
Not applicable; CRM 2016 exams are retired.
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Customer Service in CRM 2016

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Course Curriculum

Structured learning with hands-on labs and real-world scenarios

1
Day 1– Mastering Customer Service in CRM 2016
Identify Microsoft CRM service scenarios Master essential CRM record types Navigate service management interface efficiently Analyze full case lifecycle stages Review key service management roles Access CRM service settings securely Define optimized service business processes Utilize service calendar scheduling basics
2
Day 2– Case and Knowledge Base Management
Create professional case records accurately Configure custom case forms fields Search and manage case views Convert customer activities into cases Execute standardized case resolution processes Apply automated business process flows Use knowledge base article templates Search and link relevant articles
3
Day 3– Queue, Entitlement, and SLA Management
Differentiate system and personal queues Create and maintain service queues Add cases to queue items Route cases using intelligent rules Design flexible entitlement support templates Create product-specific customer entitlements Associate strict SLAs with entitlements Activate and renew customer entitlements
4
Day 4– Service Scheduling and Interactive Hub
Define complex service scheduling scenarios Configure services and organizational resources Set selection rules and preferences Schedule activities in service calendars Manage total service team capacity Use multi-stream interactive service dashboards Manage cases from live streams Create custom interactive service dashboards
5
Day 5– Unified Service Desk and Analysis
Understand Unified Service Desk architecture Use integrated Microsoft agent desktop Work with FieldOne integration tools Capture customer survey response data Analyze performance via service dashboards Generate detailed service performance reports View system charts for cases Create goals for case metrics

What's Included in Your Training

Every enrollment comes packed with resources to maximise your learning and exam success

Career Outcomes

72%

of Customer Service in CRM 2016 certified professionals report career advancement within 6 months

Salary Impact

+15%

Average salary increase reported after obtaining the Customer Service in CRM 2016 certification

Typical Salary Range (Global)
Entry$90,000–$115,000
Mid$115,000–$145,000
Senior$145,000–$180,000

*Source: Glassdoor / LinkedIn 2025

Job Roles

6
  • Customer Service Representative
  • CRM Specialist
  • Dynamics CRM Consultant (MB2-713 certification alignment)
  • Customer Support Specialist
  • Microsoft Dynamics CRM Administrator
  • Service Desk Analyst

Companies Hiring

5,000+
Microsoft Accenture Deloitte IBM Capgemini TCS Infosys Wipro PwC Ernst & Young Context: These roles leverage foundational CRM 2016 skill sets—such as case management, service level agreements, and knowledge base configuration—to drive business efficiency and provide a transitionary bridge to modern Dynamics 365 Customer Engagement environments.

and 5,000+ organizations worldwide seeking Customer Service in CRM 2016 certified professionals

Real Transformations

Course Student Reviews

Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.

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  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

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    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”

    Rahul M.

    Rahul M.

    Azure Administrator

    AZ-104 Certified ✓ Verified
  • ★★★★★

    “I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”

    Sarah K.

    Sarah K.

    CISO, Financial Services

    Enterprise Client ✓ Verified
  • ★★★★★

    “The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”

    Ahmed R.

    Ahmed R.

    Business Intelligence Lead

    PL-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”

    Priya S.

    Priya S.

    Cloud Solutions Architect

    AZ-305 Expert ✓ Verified
  • ★★★★★

    “As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”

    James T.

    James T.

    Head of L&D, UK Enterprise

    100+ Learners Trained ✓ Verified
  • ★★★★★

    “SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”

    Aisha N.

    Aisha N.

    Security Analyst

    SC-300 Certified ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified
  • ★★★★★

    “AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”

    David L.

    David L.

    AI Engineer

    AI-102 Certified ✓ Verified
  • ★★★★★

    “DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”

    Mei W.

    Mei W.

    Data Platform Engineer

    DP-600 Certified ✓ Verified
  • ★★★★★

    “Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”

    Carlos R.

    Carlos R.

    Engineering Manager

    AZ-400 Team Training ✓ Verified

Frequently Asked Questions

Everything you need to know about the Customer Service in CRM 2016 training course

Is the certification exam included in the Customer Service in CRM 2016 course, and what is the exam fee?
The official Microsoft certification exam for Customer Service in CRM 2016 (MB2-714) is not included in the course tuition. You must purchase the $165 USD exam fee directly via Pearson VUE. Koenig Solutions offers optional exam vouchers, though standard Microsoft pricing applies to all candidates regardless of their specific training enrollment status.
What training formats does Koenig offer for Customer Service in CRM 2016, and is Guaranteed-to-Run scheduling available?
Koenig provides Customer Service in CRM 2016 training through live online, classroom, 1-on-1, and self-paced Flexi formats. Every format is Guaranteed-to-Run, eliminating cancellation risks. You gain expert-led instruction, hands-on labs, and official Microsoft courseware. Live sessions offer real-time interaction, while Flexi formats provide recorded video modules for flexible, high-quality skill development.
How long is lab access provided, and what environment is used for Customer Service in CRM 2016 exercises?
You receive 6 months of lab access for Customer Service in CRM 2016 via the Koenig LET Platform. We use Microsoft-hosted cloud sandboxes that replicate real-world deployments. This environment gives you full access to Dynamics 365 tools, allowing you to master case management, SLAs, queues, and service scheduling without the need for complex local software installations.
What is Koenig's rescheduling and cancellation policy for the Customer Service in CRM 2016 course?
Koenig permits one complimentary reschedule if requested at least 10 days before your Customer Service in CRM 2016 start date. Changes or cancellations within the 10-day window incur a 50% administrative fee. To ensure accuracy, all modification requests must be submitted in writing. Note that the same training session cannot be rescheduled more than once.
What is the format, number of questions, passing score, and time limit for the CRM 2016 customer service exam?
The MB2-714 exam for Customer Service in CRM 2016 consists of 40–60 questions, including case studies and scenario-based tasks. You have 100 minutes to complete the proctored test. A passing score of 700 out of 1000 is required. The exam validates your expertise in case management, service-level agreements, queues, knowledge base, and service scheduling.
How long is the Customer Service in CRM 2016 certification valid, and what is the renewal process and cost?
The Microsoft Specialist: Dynamics CRM 2016 Customer Service certification was retired on March 31, 2017, and is no longer renewable. While previously valid for three years, Microsoft has discontinued this specific credential line. We recommend pursuing modern, role-based certifications like MB-230 to maintain your professional validation and stay current with evolving Microsoft Dynamics 365 customer service technologies.
What post-training support does Koenig provide after completing the Customer Service in CRM 2016 course?
After your Customer Service in CRM 2016 training, Koenig provides 6 months of lab access, class recordings, and dedicated mentor support for technical questions. You also receive comprehensive exam preparation materials and career guidance. Our Happiness Guarantee allows for a free course retake if you are unsatisfied, ensuring you fully master the material and achieve your professional goals.
What are the prerequisites or prior experience needed for the Customer Service in CRM 2016 course?
To succeed in our Customer Service in CRM 2016 course, you should possess foundational CRM knowledge and basic experience with Microsoft Dynamics 365. While no formal certification is required, familiarity with business process flows, case management, and service-level agreements (SLAs) will significantly improve your learning outcomes. Practical exposure to customer service operations is highly beneficial for all participants.
What salary increase or career advancement can I expect after completing the Customer Service in CRM 2016 training?
Professionals skilled in Customer Service in CRM 2016 typically command annual salaries between $65,000 and $85,000 in functional consultant roles. Although the MB2-714 certification is retired, these skills remain vital for legacy system support. Transitioning to current certifications like MB-230 can further boost your earning potential to $90,000+ as demand for qualified Dynamics 365 customer service consultants continues to grow.
How does instructor-led training for Customer Service in CRM 2016 compare to self-study options?
Instructor-led training for Customer Service in CRM 2016 provides structured guidance, hands-on labs, and immediate expert feedback, which drastically increases exam pass rates compared to self-study. Koenig uses the proven Lecture | Lab | Review methodology to ensure skill retention. Self-study lacks this interactive support and practical environment, often leading to longer time-to-proficiency and a higher risk of failure.

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